PROFESSIONAL SUMMARY:

• Experienced, self - motivated, results oriented Project Manager & Business Analyst with excellent communication skills.
• Areas of concentration include ITSM applications ServiceNow and BMC Remedy.
• Confidential: Project Manager responsible for delivering the best ServiceNow product to the customer as it relates to scope, time, and budget.
• Confidential: Key business analyst role in enterprise-wide migration from Remedy to ServiceNow.
• Confidential: Significant in defining Remedy System Migration Best Practices & User Client Deployment Process.
• Confidential: Key project management role in the development of the Remedy help desk system re-design and lead developer for Setup- Confidential -Work.
• Experience in system analysis, gathering business requirements, customer relationships, stakeholder communications, user/developer liaison, design, planning, test case creation, UAT, knowledge management, and pre/post implementation analysis.
• Other roles include administrator, developer, application support analyst, software trainer, and QA tester.

TECHNICAL SKILLS:

Skills: ServiceNow, Remedy, ITIL, SDLC/Agile methodologies, Production Support Desk, Microsoft Suite of Products, Jira.

Databases: MySQL, Oracle, SQL

Reporting: BOXI, OBIEE, ODBC Excel

OS Experience: Unix, Windows

Compliance: PCI-DSS and SOX. s Completed PMP 35 PDU’s Confidential JMU. Currently studying for PMP exam.

Industries: Consulting, Mortgage, Telecom, and Finance.

PROFESSIONAL EXPERIENCE:

Confidential, Tampa, FL

ServiceNow Project Manager/Business Analyst

Responsibilities:

• Responsible for delivering ServiceNow product installations to scope, time, and budget as contracted with the customer. (IPCC, GRC, Vendor Risk Management, HR Case Management, SIR, and Discovery)
• Conduct requirements gathering workshops.
• Develop work plans, sprints, manage risks and issues, facilitate stand-up meetings, sprint review meetings, retrospectives, project financials, approvals, and closure activities.
• Work closely with Solution Architects and Technical Consultants to deliver the best product to the customer.

Confidential, Manassas, VA

Business Analyst

Responsibilities:

• Supported the infrastructure automation effort of Patch Management for the Data Center.
• Gathered requirements and designed processes in support of Windows, Solaris, RedHat Enterprise Linux (RHEL), and Database environments.
• Met with infrastructure engineers and participated in daily meetings.
• Lead discovery activities, assessed current state processes, designed new processes, set non-technical objectives and defined requirements across work streams utilizing Agile methodology .
• Assisted the ITSM Consultant to support patch management process/skills assessments and gathered requirements for the migration of all systems from LDAP to Active Directory.

Confidential, Reston, VA

ServiceNow Business Analyst

Responsibilities:

• Member of the core team responsible for the enterprise migration of Remedy to ServiceNow.
• Ensured Confidential Problem Management Standard and Procedure adhered to ITIL standards.
• Created system documentation for test case scenarios for UAT and knowledge articles to support system process and procedures.
• Performed demos and sessions in all phases of implementation to end users: Early Look, UAT, Hyper care, and post implementation.
• Performed data mapping analysis, load, and validation from Remedy to ServiceNow.
• Communicated with senior management regarding problem reports and metrics.
• Provided project management support to the OpsPortal team supporting Business Objects.
• Coordinated stakeholder meetings for the transition from Remedy CMDB to ServiceNow CMDB.
• Provided Level 2 enterprise-wide production support of end users of the Remedy application.
• Monitored 24/7 operations of the Remedy application and its associated network of servers.
• Managed system access as well as trained and supported the Level 1 team and end users.
• Performed troubleshooting, testing, and debugging of the Remedy system.
• Implemented access changes, support group maintenance, and system configuration changes.
• Analysed extracted data sets using Microsoft Excel and Microsoft Access.
• Performed analytical functions to build and generate ad-hoc reports from the Remedy system.
• Performed project management role for transitioning native service request system to ServiceNow which included gathering requirements from end users, developer liaison, coordinating UAT, and assisting in all aspects of the implementation process.

Confidential, Reston, VA

Remedy Administrator & Developer

Responsibilities:

• Teamed with developers to define and document Confidential Remedy System Migration Best Practices. Defined, documented and managed the Remedy End User Client Deployment Process. ed Confidential Spotlight for going above & beyond normal responsibilities working with end users.
• Administrator and Developer working in Enterprise Business Systems department, responsible for developing and maintaining the overall custom architecture.
• Developed, tested, and coordinated UAT for Remedy development requests.
• Managed the monthly Confidential Remedy Release by performing routine form/workflow backups and pre/post implementation project wrap-up.
• Managed and coordinated patching schedule for Remedy development, test, and production servers with DBA team and System Administrators.
• EUC: Resolved system user issues, scrubbed data and provided Remedy system .
• End User/Developer liaison. Communicated and performed troubleshooting directly with BMC.
• Analysed workflow processes and recommend solutions through research and troubleshooting.

Confidential, Dublin, CA

Remedy Administrator & Developer

Responsibilities:

• Key: Developed Engineer Scorecard report for the Network Operations Center.
• Remedy development and support for end users in the NOC.
• Participate in defining, documenting, and implementing workflow objects to support the organization’s business process and business rules.
• Supported back-end connectivity from data warehouse (Oracle) to production Remedy System.
• Provided assistance and feedback for Remedy documentation.
• Maintained and licensed end users within the Remedy system.

Confidential, Pleasanton, CA

Remedy Administrator & Developer

Responsibilities:

• Planned and facilitated meetings necessary to gather end user and support group requirements.
• Key participant in the implementation of Remedy which provided a central ticketing system.
• Liaison between the end user groups and consulting development team.
• Provided both development and project management assistance for all phases of the project.
• Developed processes and workflow for tracking system bugs and enhancement requests.
• Provided Remedy Help Desk application individual end user & classroom to remote sites.
• Remedy s: Setup@Work; Purchasing@Work; AR System Advanced Topics; Administering the AR System from Windows; AR System for Users.

Confidential, Pleasanton, CA

Asset Manager

Responsibilities:

• Responsible for the duties of hardware and software procurement and inventory management.